ComplaintsforOSU Veterinary Hospital

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My dog had surgery at the OSU vet hospital on 7/4/2024. The facility demanded a “deposit” of $3750 to perform her surgery. I overpaid $593, I received a statement on 7/11 that they had refunded this amount. I never received the refund. I have tried calling the accounting department every day for a week, they do not answer their phone,I left messages , no return call; I sent an email, no response. All I want is my refund, what they owe me!!

  Business response

  07/25/2024

  There was a credit placed on the VISA card that was used to make her deposit. I have the transaction details from the credit on 7/11/24 and have provided that information to the client. I will continue to work with her until this is resolved with her bank.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our Mail cat to the emergency room at **** State veterinary Hospital due to a flea and tick medication reaction that in the result killed our animal. They charged our credit card $3750 in the company that makes the flea and tick product is willing to pay this bill, but theyre lazy. Veterinarian will not pick up the phone and call this company to verify anything

  Business response

  06/10/2024

  Dear ******************,

  I am so sorry to hear about the loss of you pet. I looked at your account and see that we collected on two treatment estimates that were provided to you and approved. We collected a total of $3,750 (75% of  $5,000) as is the standard set forth in those documents. Unfortunately, we do not accept third party payment and as is outlined in the consent that you signed at admission, you as the owner you are responsible for all costs associated for treatment and/or hospitalization. We will help you with any documentation that you need to submit a claim to an insurance company or in this case a drug manufacturer, but we do not directly file claims to a third party payor. Payment in full is expected from the owner and then any settlement will be paid to you by the third party. I apologize if this was not explained to you at the time of service, but it is contained in the documents themselves.

  If the pharmaceutical company needs documentation from ****'s stay or if they need an itemized statement of costs, I am happy to provide those documents for you to submit. Please reach out to me directly at *********************** if I can assist you with any documentation.

  Sincerely,

  *****************************

  Associate Director, Client Services

   

  Customer response

  06/11/2024

  
  '***************************' via Dispute Resolution - Shared Inbox <********************************************************>
  ************** 9, 6:40 PM (2 days ago)
  to disputeresolution
  
  Adding this our dispute, the flea and tick companies information is  Nexgaurd combo-Boehringer Ingleheim vetmedica Gmbh
  55216 *********/**************  The phone number is
  ************** prompt#4
  Case #**-15774. I have spoke to them several times I have spoke to a lady named ****** (hey customer service representative for Nexgaurd combo) they are telling me they are willing to pay for the hospitalization visit for my cat that passed away, but they cannot pay for it until they receive a phone call from a veterinarian at **** State University Veterinary Hospital and the veterinarians name is **********************. Next guard combo is willing to pay due to Ohio State University Veterinary Hospitals negligence to reapond, ive been billed for $3750.00. I disputed this charge on my credit card and it is still a valid payment. I have to pay. I was told by nexguard combo, their veterinarian, ************ needed to speak to Ohio State University Veterinarian ,************************ to OK paying the bill. I have been trying to get Ohio State University Veterinary in to call next guard combo four weeks ever since April when our cat died due to a reaction yo the topical flea and tick treatment. If you could please take care of this for me I would greatly appreciate it or Im going to have to get an attorney to file against  Ohio State veterinary Hospital for these charges, thank you so much ,
  *****************************

  Customer response

  06/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21821994
  
  I am rejecting this response because: 
  
  Regards,
  
  *****************************

  Customer response

  06/11/2024

  I am not asking Ohio State veterinary Hospital to pay the bill. I am asking them to get in contact with the flea and tick manufacturer, so the bill can be paid.

  Business response

  06/11/2024

  Dear ******************,

  I phoned the number that you provided and spoke with a veterinarian who reviewed the case file. Though she was not assigned to your case, she looked at your claim and assured me that they have everything that they need from OSU Veterinary Medical Center to complete the medical review and apologized for the delay in processing the claim. She confirmed that they do not need to speak with **********************. Furthermore, she indicated that she will move the claim forward to another department within their company and they will reach out to you soon with further instructions and documents regarding a settlement offer. She confirmed that since you have paid the majority of the bill they will be paying you directly and then you are responsible for settling the unpaid balance due to OSU VMC. 

  If you have further questions regarding this process, you need to contact Boehringer-Ingleheim directly.

  Sincerely,

  *****************************

  Associate Director, Client Services

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We took our Gordon Setter to OSU Vet Hospital on 4/17/24. They charged us a $350 ER fee (paid with our VISA card) and then a $3000 estimate for potential services he could require (again, paid with the VISA card). We were able to take our dog home as it was only a scare, several hours later. The total charges to us were $1324.67. We were promised a refund of the balance that was not used; to be issued "within 14 days" via a check. It is now May 31st. I have attempted to call FOUR times, left messages. No one calls me back. I have received NO credit on that VISA card or NO CHECK for the balance that was not used. The care we receive there for our pets are always stellar. However this credit issue has been a total fail. The amount has been sitting in our VISA account, accruing INTEREST as we have patiently waited for the refund that has not come, nor will anyone contact us back. We are expecting a refund of $2025.33. After waiting since April 17th, and the 14 days to expect a refund, this has gone beyond a reasonable amount of time with NO communication about the status. We are patient, however this is a LARGE bill that we need to pay, and the credit due back to us would pay this off.

  Business response

  06/03/2024

  Dear Ms. ****,

  I sincerely apologize for the delay in refunding the overage from the deposit that was collected prior to your pet's admission to the hospital. Upon receiving your complaint I notified the director for the Accounting Dept. to make him aware of the lack of response and the need for an immediate refund. He assured me that he will address the communication and timeliness issue that you experienced, but most importantly that he would make sure that you received your refund today.

  Following that conversation I verified that a credit was returned to your card and an updated itemized statement confirming the transaction was emailed to you. I also understand that you spoke with a member of the Accounting Department who called to make you aware that the refund had been processed and to offered their apology for their previous lack of response to your inquiries.

  Again, I apologize for the poor customer experience and assure you that we will be working on this process to make necessary improvements. If you need any further assistance with this matter, please do not hesitate to reach out to me directly.

  Sincerely,

  **** **********

  Associate Director, Client Services

  Customer response

  06/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  They did indeed refund the credit on the account and I did speak with a lovely person from the accounting department.  I do think this may have been a "one off" situation (I sincerely hope) and I am thankful the BBB is there to help in needs such as this.  I still respect and will continue to use OSU Small Animal Clinic for our pet's needs.  Thank you kindly.
  
  Regards,
  
  ***** ****

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my two dogs to the facility on or around November 16, 2021, for an apparent eye infection. After padding my bill with illogical tests (as if two dogs of two different ages are ever going to present with symptoms of glaucoma at the same time). I paid the already outrageously high bill without complaint because it was stressful and I just wanted to leave. However a month later OSU sent me a demand for an additional $60.84 because they claim some services or expenses had been left out of my original bill. A quick look at the bill they sent me indicates the new bill represents $30.42 for a medicine prescribed for each dog. However, it is clearly noted that the medication (***** ointment) was included in the $339.67 paid for each dog (total $679.34), which was paid at the time of service. To be clear I received only a single tube of ointment for each dog and the original bill for each dog contains a charge for the medication. When I received the erroneous bill I immediately sent an email to the accounting email address included in the email and have yet to receive a response. I requested some one actually look at the bill clear the erroneous charges and refund expenses for the tests that were unreasonable given the circumstances. I sent another email and left a voicemail and haven’t received any response. I’m quite dissatisfied with the original service received and the failure to resolve. Ideally they would review the statement considering the context of the visit with my two separate dogs and refund at least a portion of the original charges (for tests that made no sense), as well as removing the duplicated charges. Though I would settle for them just having someone review the statement, clearing any remaining charges and sending me confirmation that the account is paid in full. I will not be paying any fees or interest, as I attempted resolution in December and they failed to even attempt to respond.

  Business response

  01/25/2022

  Thank you for passing this concern to us. I have forwarded this client's concerns and the bills that she provided to the manager who oversees the accounting team. They will be reaching out to Ms. ****** tomorrow to resolve her complaint. It does appear that there was a billing error and the second invoices were a duplication of the same charges on her original bill. We will get those removed immediately which will wipe out her outstanding balance.

  Customer response

  01/27/2022

  While I’m disappointed in the level of customer service and predatory billing practices, I accept that the business has completed the exact minimum to resolve the complaint. Only addressing the most obvious of their predatory practices. A customer shouldn’t have to contact the BBB for a business just to respond to them and without an apology or an attempt to even address the other concerns I raised. 
  

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